Five9 Review

Company Overview:

Five9 has been around for a while by the standards of most VoIP service providers. It was established in 2001 by John Sung Kim, Gus Laredo, James Southworth and Ray Soto, who were motivated by the opportunity to combine VoIP technology with a Software-as-a-Service model, which was then only just beginning to be used in the industry. Today, the company is an acclaimed provider of cloud contact center software, with thousands of client companies of all sizes under its belt.

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Features:

Inbound Contact Center

  • Various routing capabilities
  • Toll-free numbers
  • Professional prompts for effective self-service
  • Text-to-speech and speech recognition
  • In-queue and estimated wait time announcements
  • Post-call surveys
  • CRM integrations
  • Agent desktop & scripting
  • Contact database
  • At-home agent capabilities
  • Easy-to-use administration tools
  • Drag-and-drop script design

Outbound Contact Center

  • Various dialer capabilities
  • Campaign and list management
  • Data import
  • Call recording
  • Historical & real-time reporting
  • Contact history database
  • Cloud APIs
  • At-home agents
  • Web callback
  • CRM integration
  • Dialer list management

VoIP Packages/Plans:

You can specify Inbound, Outbound or Blended packages from Five9, on a month-to-month or annual contract.

While the company's month-to-month contracts offer a lot of flexibility to those firms that may be only trying cloud contact center software for the first time or that are unsure about their long-term commitment to such software, an annual contract has the benefit of a lower monthly cost and greater certainty with regard to longer-term expense.

All three main packages incorporate agent, supervisor and administrator licenses, together with telecom usage. They also all offer the likes of CTI, historical and standard reporting, quality monitoring, social, chat, email, mobile care, call recording, workforce management, professional services and premium support as part of their standard offering.

Customer support / Ease of Setup:

You can set up an effective call center in just a few days with Five9 - your agents simply require Internet-ready computers and headsets. In return, they get to use a highly presentable, easy-to-understand interface incorporating extensive inbound, outbound, blended and/or multichannel capabilities.

Customer support is available in various forms - via the Five9 homepage, for example, there are prominent options for phoning, emailing or chatting with staff. It is also from the homepage that you can watch a demo of the company's cloud contact center system or take advantage of a free trial.

Bottom Line:

With such in-depth inbound, outbound, blended and multichannel features, you would be hard pressed to find a more rounded cloud contact center partner than Five9, which is far from just another VoIP services provider. The interface is also tidy and the pricing flexible enough to cater for the budgetary needs of small and large firms alike.

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